Procter & Gamble Field Service Technician Team Leader – Procter & Gamble Professional in Charlotte, North Carolina
The P&G Professional Field Service Technician Team Leader (TL) is responsible for the staffing, training, and successful service-level delivery of their organization, to include field service technicians and trainers, to ensure and maintain PGP quality standards, and to ensure customer needs are met, while maintaining quality and cost efficiency within their team.
The Team Leader spends the appropriate amount of their time with the different team members (size varying from 8-20 FST’s/trainers) to review and develop their region’s performance levels. They also interact with key customer personnel on an as-needed basis. The Team Leader will report to the Regional Operations Manager (ROM) for their region.
/ Territory and Personnel Management /
Maintain staffing levels to meet forecasted customer time needs, allowing for business growth, with each FST role designed to work less than 1,000 hours during an individual anniversary year.
Initiate and execute established recruiting and hiring procedures to maximize geographic efficiency to meet total customer demand.
Review FST travel patterns and revise customer assignments to improve efficiency.
Evaluate FST performance on a regular basis, provide additional training as needs are identified and recommend performance improvement plan/corrective actions for FST’s who are not meeting job expectations. Conduct a yearly assessment with FST’s.
Review, approve and confirm via ServiceMax data that payroll/activity data submitted by each FST is accurate per pay period. Report any changes/ adjustments to the FST and also the Data Coordinator.
Have mastery of all aspects of programs relevant to a successful Team Leader. This includes the following:
Ensure that P&G business software Communicator and WebEx are installed on laptops plus any other programs relevant to this position.
Salesforce (InTouch)- Has expertise regarding using existing reports, make changes, log calls, run PM/Install reports, sending requests via Salesforce – all the different aspects on InTouch that enable data-based business decisions.
/ Personnel Training /
Conduct initial FST administrative training to include, but not limited to, reporting requirements, record keeping, material ordering, communication, expense policy and submission process, etc., and on-the-job technical training.
Manage FST technical (IPad) training to establish and maintain required competence with current programs and any future additions (includes ServiceMax, AERO, Email, P&G Auditor, P&G Salesforce (In Touch) and advanced IPad usage)
Manage FST completion of ServSafe certification and re-certification programs to achieve full understanding and applications of food safety principles. Monitor CP-FS re-certification hours (24 hours each 2 years to remain certified) so team members that are CP-FS certified remain so, all FST’s maintain their ServSafe certification.
Direct FST on-the-job training for all different customer segments to cover surveys, equipment installations, preventative and reactive maintenance, trouble shooting, product usage, customer relations and customer employee training.
Establish routine contact (pictures or phone) with individual FST’s to conduct follow-up performance training and to further enhance customer service and work performance quality. Document successes and improvements. / / / Inventory and Process Management /
Monitor FST equipment inventories to avoid excessive field storage and ensure proper equipment transfers are occurring.
Periodically review the FST’s system for ordering, purchasing and maintaining an adequate supply of minor spare parts necessary to repair equipment in a single customer visit.
Ensure FST’s are provided, on a timely basis, all instructional manuals, guidelines and scheduling information required to keep them updated and aware of current procedures and policies to successfully perform their assigned work load.
Provide feedback to ROM and Staff Coordinator on recommendations for equipment and procedural improvements; and shipping and inventory shortages to encourage process/systems improvements. / / / Communications & Work Quality Improvements /
Regularly utilize and monitor manuals and reporting websites (ServiceMax, AERO, P&G Home Page, NSO PGOne Space, and Salesforce (In Touch)) to guide and improve the FST’s adherence to current procedures and work efficiency to facilitate the continuation of consistently improving customer service satisfaction and to facilitate cost control.
Coordinate and communicate with peers on back-up support coverage, workload assistance, recruiting needs, territory design and problem solving to improve overall region performance.
Provide administrative and scheduling assistance to the ROM to manage new customer rollouts, existing customer remodels, surge work and special customer requests (full time only).
Assist other PGP personnel with customer work, on an as needed basis, with ROM approval.
Lead special projects as assigned (per ROM approval).
Essential Job Functions
Work schedule may include: 12 hour shifts, 5 day work week, occasional weekends, and night shifts
On-call coverage which may include: occasional weekends, holidays and night shifts
Lift, lower and carry objects up to 50 lbs.
Push and pull objects up to 50 lbs.
Climb a vertical ladder. Ability to go up and down
Climb up and down stairs
Stand, sit, and/or walk for long periods of time, twist, bend at the knees , stoop, kneel, squat, crawl, and reach for purposes of installing and maintaining equipment. Surface: c oncrete, asphalt (uneven surfaces).
Operate a computer keyboard to input and access data, and phone
The ability to work in extreme temperatures both hot and cold, generally in warehouse conditions including wide variances in temperature, dust and dirt
The ability to give and discern the various visual and audible alarms and signals for equipment startup, evacuation, and fires
Must have a valid driver’s license
Candidate must be able to operate a motor vehicle, and spend approximately 30% of the day in the car traveling from accounts safely in city, rural and expressway conditions
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability status, age, sexual orientation, gender identity and expression, marital status, citizenship, HIV/AIDS status or any other legally protected factor.
Immigration sponsorship is not available for this position. Applicants for U.S. based positions are generally required to be eligible to work in the U.S. without the need for current or future sponsorship. Except in rare situations based on
Procter & Gamble's sole discretion. Procter & Gamble does not sponsor candidates for permanent residency. Any exceptions would be based on the Company's specific business needs at the time and place of recruitment as well as the particular qualifications of the individual.
Procter & Gamble participates in e-verify as required by law.
Qualified individuals will not be disadvantaged based on being unemployed.
Title: Field Service Technician Team Leader – Procter & Gamble Professional
Location: North Carolina-Charlotte
Requisition ID: SLS00002246